Skip to content

Webex ServiceNow Provider

Webex Service Now provider allows querying, creating and updating ticket from Webex Service Now. This provider is similar to Service Now Provider (deriving from BaseTopologyProvider), the only difference is that this provider dosen't automatically pull the topolpgy information from Service Now with deriving from BaseProvider.

Authentication

This provider requires authentication.

  • service_now_base_url: The base URL of the ServiceNow instance (required: True, sensitive: False)
  • username: The username of the ServiceNow user (required: True, sensitive: False)
  • password: The password of the ServiceNow user (required: True, sensitive: True)
  • client_id: The client ID to use OAuth 2.0 based authentication (required: False, sensitive: False)
  • client_secret: The client secret to use OAuth 2.0 based authentication (required: False, sensitive: True)

Certain scopes may be required to perform specific actions or queries via the provider. Below is a summary of relevant scopes and their use cases:

  • itil: The user can read/write tickets from the table (mandatory) (Documentation)

In workflows

This provider can be used in workflows.

As "step" to query data, example: 

steps:
- name: query incident
    provider:
    type: webexservicenow
    config: "{{ providers.webex_servicenow_provider_name }}"
    with:
        table_name: incident # The name of the table to query, e.g., incident or u_issue
        incident_id: INC00000001 # The ticket ID to query. (optional to query table).
        sysparm_limit: 100  # The maximum number of records to return. (optional to query table).
        sysparm_offset: 0  # The offset to start from. (optional to query table).

As "action" to create and update data, example: 

actions:
- name: create incident
    provider:
    type: webexservicenow
    config: "{{ providers.webex_servicenow_provider_name }}"
    with:
        table_name: incident # The name of the table to create, e.g., incident or u_issue
        payload: # Ticket payload to create ticket
            short_description: create test incident
            description: create test incident
- name: update incident
    provider:
    type: webexservicenow
    config: "{{ providers.webex_servicenow_provider_name }}"
    with:
        table_name: incident # The name of the table to update, e.g., incident or u_issue
        incident_id: INC00000001 # The ticket ID to update.
        payload: # Ticket payload to update ticket
            short_description: update test incident
            description: update test incident

Check the following workflow examples:

Connecting with the Provider

  1. Ensure that the WebexServiceNow instance is acceessible via API.
  2. Provide the necessary API credentials in the provider configuration.

Additional

  • KEEP_SERVICENOW_PROVIDER_SKIP_SCOPE_VALIDATION envirnomental variable in the backend allows to bypass scope validation.